crm in vodafone

7/30/2019 CRM in Vodafone

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Group Members


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Presentation Plan

Introduction

Product line and Services

Customer Contact Programs

Promotional Activities and Method

STP Process

Quality Parameters

Measuring Customer Loyalty

Success Stories

Summary


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Vodafone Group istelecommunications CompanyHeadquartered In London. Uk

It is the World's Largest MobileTelecommunications CompanyMeasured By Revenues And TheWorld's SECOND LARGESTMeasured By Subscribers.

It is successfully Operating InOver 30 Countries And HasPartner Networks In Over 40Additional Countries .


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Vodafone was launchedofficially on 21stSeptember 2007.

Vodafone Acquires A67% Stake InHutchison Essar For$10.7 Billion.

Than on hutch wasrebranded as Vodafone.


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1992

2000

2003

Acquired by

Vodafone :67% Stake

Rebranding

Campaign

Vodafone 3G

Campaign

Enters

India:

Maxtouch

Essar

Acquisition

Introduction ofPug named

Cheeka

Turns Pink!!

2007

Introduction

of Zoozoo

Converted to

Orange: Hi

Campaign

2005

20092011

2001


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Prepaid cellphone connection

Prepaid recharge card

Top ups

Vodafone postpaid


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Vodafone PCO

Vodafone handy phone

World calling cards

I-Phone 3G

Magic box handset


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Tunes And Downloads

Entertainment

Sports

News and updates

Travel


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Internet

Messaging

Astrology

Mobile Money Transfer

Miscellaneous


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Customer Contact Program


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Self Service

Find a Store

Vodafone Offices Feedback

Customer Contact Program


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SUPER ZOOZOO in

DLF, Saket and

Ambience Mall

40 ft tall 3D Super ZooZoo cut out

using LED lights on glasses and the

Super ZooZoo smashing the walldeployed in Ahmedabad and Delhi.

Email Super Week in Mumbai

Cricket Super Week in Hyderabad

Cricket Super Week in Mumbai

Branding on buses


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Hoarding

A series of hoardings deployed

with creative using 3D effect

wherein 'Super' ZooZoo was

breaking the wall in parts and in

the last creative emerges at the

Superman.


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VODAFONE DELIGHTS

Vodafone is promoting Delights, a world of exclusive deals and discounts, with a TV

advertising campaign featuring school girls in black and white films. Classroom,

Cycles and Annual Day show the emotional response associated with receiving

special gifts.


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Income

Age

Service usage

Life of service

Geographical condition

Nature of customer


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Home calling cardsfor the families ofthose professionals

who use to workabroad.

Rs. 10 recharge forsmall user.

Cheap SMS facility

youth


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Vodafone is moreyoung and fun brand.

Zoozoo and parrot willbe retained for thebrand position.

They talk about the

exclusivity of thenetwork and theservice they areoffering to thecustomer.


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Quality Parameters

Accumulated downtime: Non-availability ofMobile network in a month.

Accessibility: %age of calls made by subscribersand successful within operator's network.

Call Drop Rate: %age of established calls gettingdisconnected due to network problems .

Call Quality Rate: age of Calls with good voicequality

Resolution of Billing/Charging complaints: %ageof billing/charging complaints resolved within 4weeks


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Customer Loyalty

Vodafone as a brand has a very high brand

recall value.

Brand loyalty is evident as it has the lowest

churn rate compared to other competitors in

the market.

With more conversions of Vodafone prepaid

customers to post-paid, it is a good indication

of customer loyalty.


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Success Story

Vodafone India receives the Enterprise MobileService Provider of the Year Awards Vodafone India won the 'Enterprise Mobile Service

Provider of the Year', at the 2012 Frost & Sullivan

India ICT Awards. The recipient of the Award was adjudged on the basis

of a variety of parameters like revenues, growth,market share, product diversity, and vertical andhorizontal diversity, which involved in-depth primary

interviews of various industry participants andsecondary research conducted by Frost & Sullivananalysts.


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Again Success Story

Vodafone India profit up 14% on strong

customer base

Vodafone Group on reported 14 per cent rise in

operating earnings from India's business to 1.12billion pounds (Rs 9,749 crore) for 2011-12.

As of March 21, 2012 the customer base hadincreased to 150.5 million in the country, with

data customers totalling 35.4 million. Vodafone expects fiscal 2013 adjusted operating

profit in the range of 11.1-11.9 billion pounds.


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Summary

Vodafone is most aptly considered as the

leading brand in India.

Customer relationship management is

Vodafones prime concern.

Constant improvements and developments

take place.

Vodafone is LOVED BY ALL!!!


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crm in vodafone

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